IT Help Desk Support Technician

Be part of a more sustainable future with Greenworks Tools

**Position Description**:
The Desktop Support Technician's role is to support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas (in person, by phone, or via Remote Management Tools) in a timely and accurate fashion, and provide end-user assistance where required.
- Weekends and three working days required, _On site, Newmarket office._

This role will require the person to be on-call occasionally for system maintenance or upgrades.

**Responsibilities**

**_ Strategy & Planning_**- Support development and implementation of new computer projects and new hardware installations.
- Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational hardware needs.

**_Acquisition & Deployment_**- Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts.

**_Operational Management_**- Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
- Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
- Construct, install, and test customized configurations based on various platforms and operating systems.
- Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
- Where required, administer, and resolve issues with associated end-user workstation network software products.
- Receive and respond to incoming tickets and calls regarding desktop problems.
- Ensure that network connectivity (hard wired or Wi-Fi are working as expected.
- If necessary, liaise with third-party support and PC equipment vendors.
- Perform related duties consistent with the scope and intent of the position.

**Requirements**:
**_ Formal Education & Certification_**- College diploma or equivalent, and 1-2 years work experience in related field.
- Technical Certifications (Microsoft Certifications, Comp TIA A+)

**_Knowledge & Experience_**- Excellent knowledge of PC and desktop hardware.
- Excellent knowledge of PC internal components.
- Hands-on hardware troubleshooting experience.
- Extensive equipment support experience.
- Working technical knowledge of current protocols, operating systems, and standards.
- Ability to operate tools, components, and peripheral accessories.
- Able to read and understand technical manuals, procedural documentation and OEM guides.

**_Personal Attributes_**- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Good written, oral, and interpersonal communication skills.
- Ability to conduct research into PC and software issues and products as required.
- Ability to present ideas in business-friendly and user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Team-oriented and skilled in working within a collaborative environment.

**Work Conditions**
- Sitting, standing, or walking for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.

**Reporting Relationship**

This position reports to the IT Manager - Canada

**Company Overview**:
Join our amazing team and become a valued member of our Greenworks family.
- Greenworks Tools is an Equal Employment Opportunity (EEO) employer, and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities._